Service Designer (HCD)

Location: Washington, DC
ERPi supports the federal government to plan, implement, and drive performance improvements and modernizations.  Part of this support includes building trusted relationships between the federal government and the communities they serve.  ERPi uses human-centered design to engage customers to help senior leaders understand the needs of those they serve, and to identify, prioritize, and implement improvements across the organization.
The HCD Specialist is responsible for:
  • Lead business planning, customer and stakeholder interviewing, researching, analyzing, wireframing/mock-up design, concept development, user research, and prototyping in a rapid delivery environment.
  • Collect, synthesize, and analyze data, make next-step recommendations; and provide leadership action-plan roadmap
  • Build user research plans; coordinate with stakeholders and business stakeholders; develop activity project plans
  • Create customer journey maps; Define customer pain points and bright spots along the customer journey; Conduct idea testing through A-B testing
  • Work with authoritative data SMEs and data management team; Interpret qualitative and quantitative data to establish performance improvement recommendations
  • Build wireframes, prototypes, and interactive mock-ups to test ideas with customers and stakeholders
  • Build and maintain strategic stakeholder relationships; build communications plans; lead briefings
  • Build communications artifacts including high-quality, visual infographics; marketing one-pagers; and in-depth technical documents
  • Must be proficient in user experience, experience research, content strategy, usability, service design/design thinking
Required Skills and Experience:
  • Minimum of 5 years of professional experience in human-centered design and/or closely related area (User Experience, Design Thinking/Design Strategies, User Research); Bachelor Degree Required, Masters Degree preferred.
  • Experience with interaction design, design planning, ethnographic research, anthropology and sociology
  • Experience and skill in leading efforts to design, prototype, validate and deliver innovative solutions that incorporate communication, visual, interaction, and human centered design principles
  • Experience leading and conducting design research to frame project opportunities
  • Experience planning, managing, and executing on an idea from concept to launch, designing solution across multiple platforms to meet key milestones
  • Experience with design process, user research, identifying themes, define recommendations
  • Experience with work in agile-development environments on client-facing engagements
ERPi, a service-disabled veteran owned small business specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.  ERPi is committed to creating an environment for professional growth and success for our talented professionals, as evidenced by our strong retention rate and average tenure.  ERPi’s compensation and benefits plan is designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, spot awards to recognize exceptional performance immediately, industry-leading health plans, and charitable donation matching, in addition to competitive base salaries.

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